INC ticket opened by non-agent

pranita-24
Giga Guru

‎01-03-2024 03:22 AM

Hi everyone,
I am facing issue in creation of INC .
we have one incident which is created from the agent who is not a member of selected assignment group and that user does not have access to create INC  and does not have any roles .
No any Universal request is connected to to that incident but still the user had created the INC . 
How it´s possible for an user to open INCs without UR .

pranita24_0-1704280756636.png

Please help us to resolve this issue.

Regards,
Pranita

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6 REPLIES 6

Dr Atul G- LNG
Tera Patron
Tera Patron

‎01-03-2024 04:06 AM

Hi @pranita-24 

 

If the user has No role means, the user is end user.

 

2nd point, how this incident get created? Via Portal or user login in native view and under self Service it get created?

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Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
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pranita-24
Giga Guru
In response to Dr Atul G- LNG

‎01-03-2024 04:14 AM

Hi Atul,
Yes, user does not have any role means it is end-user.
The Incident is created from Portal, because user is directly able to see the portal view but on portal there is not any way to create incident directly, we have to go through UR---->INC.

Regards,
Pranita

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pranita-24
Giga Guru
In response to Dr Atul G- LNG

‎01-03-2024 06:23 AM

Hi @Dr Atul G- LNG 

The incident is got created from Portal itself because the user is directly landing to the portal.
Regards,
Pranita
 

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Dr Atul G- LNG
Tera Patron
Tera Patron
In response to pranita-24

‎01-03-2024 10:07 AM

Hi @pranita-24 

 

Please check the Universal request plugin is activated and record producer is update. Please try to create the incident again.

 

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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